MAIN RESPONSIBILITIES The Skip Trace Agent must possess current knowledge of the Company’s collections and recoveries systems, policies and procedures, with strict adherence to said policies and procedures in order to execute the following functions effectively: - Manage and document a specified number of accounts daily, as determined by Management.
- Utilize various databases, client records, public records and other investigative tools to locate individuals who are unresponsive or evasive individuals.
- Regularly review and familiarize him/herself with the portfolio of accounts to maximize results.
- Analyze information from diverse sources (public registries, credit reports, social media, phone directories, etc.) to create comprehensive skip tracing profiles.
- Verify and validate leads by cross-checking and reconciling information from different sources.
- Maintain accurate and up-to-date records of all investigations, leads and communication efforts by updating the databases in a timely manner.
- Collaborate with internal teams, such as collections or legal departments, to share findings and comply with the process follow of accounts as established by Management.
- Communicate findings and provide detailed reports to Management or clients on requests, queries and issues, in a clear concise manner and within agreed timelines.
- Adhere to legal and ethical standards for privacy and information gathering during investigations.
- Maintain confidentiality and discretion with sensitive information.
- Perform other duties that may be assigned.
EDUCATION AND CERTIFICATION - A minimum of Two (2) Advanced/CAPE subjects OR an Associate Degree in Business Management, Finance, Accounting or a related field from a recognized, accredited institution.
- IACC/ACA’s Professional Collection Specialist Certificate, associate or ACA’s professional Collection Specialist Certificate, law/law enforcement, private investigation or legal support justice or similar qualification would be considered an asset.
- Sound knowledge and understanding of standard Credit and Collections procedures.
EXPERIENCE - A minimum of three (3) years working experience, two (2) years of which should be as a Collections/Sales Representative /Agent.
- Proven experience in skip tracing, investigative research or a related field.
- A minimum of two (2) years’ experience in a Contact Centre managing large volumes of outbound calls.
- Sound experience in meeting personal/team quantitative and qualitative targets.
- Proven experience and proficiency in Microsoft Office applications.
- Strong familiarity with skip tracing tools.
- Experience with social media platforms for investigative purposes.
SKILLS, ATTITUDE AND BEHAVIOURAL COMPETENCIES - Excellent verbal and written communication skills.
- Excellent research and analytical skills with attention to details.
- Strong negotiation and influencing skills.
- Knowledge of relevant laws and regulations, including privacy and consumer protection laws (e.g., Fair Debt Collections Practice Act, etc.
- Ability to type at least 40 words per minute.
- Strong ability to follow communication scripts.
- Professional, tactful and empathetic.
- Resilient, flexible and adaptable.
- Persistent, assertive and solutions-oriented.
- Excellent organizational, time management and accuracy skills.
- Strong customer service orientation.
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